Contact Center Services

Pointel offers complete contact center services and solutions based upon the award-winning Genesys suite of products.
Our solutions are comprehensive, taking our customers from infrastructure planning to post-deployment operations support.

IVR sizing, installation and configuration
Call center application development including integration with legacy systems to enable self-service
Speech application development
Language pack development
IVR application volume testing
Regression and load testing
Performance tuning

Pointel has vast experience in implementing and integrating with CRM packages such as Salesforce, Pega, Oracle, Clarify, Remedy, Peregrine, Genesys and SAP CRM.

Pointel can provide enterprise routing solutions tailored to improve customer experience and optimize resources.
Integration of front office resources, back office resources and business rules creates a consistent customer experience which allows enterprises to be more agile and customer focused.

Pointel is adept at integrating applications
- At the server, desktop or in the cloud
- With various legacy and third party applications such as AS/400 and Mainframe and RDBMS databases including Oracle, SQL Server, DB2 and Informix
We are experts at designing and developing custom applications using various technologies and languages including the following:
- C, C++, C#, VB.NET and Java – MS and Java technologies

Pointel has extensive experience in building advanced analytics solutions.
Presentation layer includes Tableau, MicroStrategy, Qlik, SAP Business Objects and Microsoft BI.
Creating advanced data analytics using Informatica, Alterx and other ETL tools.
We are skilled at provisioning data and reports to effectively suit the needs of end users, as well as management or business intelligence groups.
Pointel offers support alternatives, customized to customers’ individual needs and business demands.

Our operations model, which includes an efficient blend of onshore and offshore support, effectively provides the following advantages to our customers:
- 24×7 coverage
- Increased speed to market
- Reduced risk for the overall project – Time and Budget

Pointel has proven experience in performing system health checks and performance tuning to optimize your investment in contact center applications.

Services